What is the difference between CX design and UX design? (Ep. 2)

What is the difference between Customer Experience Design and User Experience Design? That’s what I discuss in today’s vlog.

Links

• Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government
• Digital.gov – User Experience (UX) vs. Customer Experience (CX): What’s the Dif?
• Nielsen Norman Group – The Definition of User Experience (UX)
• Nielsen Norman Group – User Experience vs. Customer Experience: What’s The Difference?

Transcript

So I found myself reading and executive order from the president of the United States of America. It was an executive order on federal customer experience. Which made me think, like what the heck is customer experience and how is it different from user experience design?

Well, You know, if you were to look at that executive order the answer is U X does not exist. Not at least in that executive order. It’s all about customer experience, it was mentioned 21 times, user experience was mentioned zero. I was trying to figure out, okay, well, I’ve seen the two terms used interchangeably. What do different people think about this?

So I came across this article on GSA, on digital.gov from the GSA office of citizen services and innovative technologies. And there they said, you know, well, it is not. UX and CX they’re not the same thing. They’re not different things either. And they’re not even just like overlapping terms. Instead, what they said is that UX is a subset of CX.

So user experience design is encapsulated within customer experience design. And I thought that was interesting, at least that’s the way they perceived it. So I decided to go back because I was under a different kind of. Running with a different definition of what user experience design is. I went back to this Nielsen Norman group post.

And they say UX encompasses all aspects. Of a person’s interaction with a customer its services and its products. Which of course sounds very much like customer experience. . Is explained by the GSA. But then I found another little article. This is also from the Nielsen Norman group. And they say that CX is UX over long periods of time. Now this one was the one that really made sense to me. Because. It’s an evolution. All definitions are wrong. Some are useful. Okay. That’s really about models. It’s a quote by George box.

But I think it applies here too. I think the definitions have changed a little bit. UX is often associated with kind of digital, like user experiences as something specific., customer experience tends to be more over time. And that’s it. Alright. I hope that helps. Talk soon. You can find the stuff I’ve been reading.

And the post down below or on my website. At fresh spectrum.com and I hope you have great day. See you later.